LiveOps Integrates Cloud Contact Center with Microsoft Dynamics CRM Unified Service Desk

LiveOps Inc., a cloud contact center and customer service solutions provider, has rolled out LiveOps for Microsoft Dynamics CRM, which will integrate with Dynamics CRM's new Unified Service Desk to deliver multichannel cloud contact center functionality.

Unified Service Desk was rolled out as part of the Dynamics CRM Spring 2014 release wave.

"LiveOps for Microsoft Dynamics integration provides CTI (computer-telephone integration) capability, such as screen pop, to personalize the customer experience while improving agent productivity with CRM data specific to each customer call," said Ann Ruckstuhl, CMO of LiveOps, a Microsoft global ISV partner.

This CTI integration will give agents access to integrated contact center apps, and allow managers to monitor and optimize inbound and outbound customer interactions to improve customer service and ensure agents are productive.

LiveOps will offer voice and web chat capabilities to complement the contact center capabilities delivered by Microsoft Dynamics CRM Unified Service Desk.

"Building on the features of Microsoft Dynamics CRM Unified Service Desk, LiveOps for Microsoft Dynamics CRM adds inbound, outbound and blended voice and web chat capabilities, along with intelligent contact routing with screen pop, on-screen click-to-dial and integrated call recording," Ruckstuhl said.

These features will also allow agents deliver personalized customer experiences and first contact resolution - saving money for the company in the process, according to company officials.

As for social channel capabilities, LiveOps for Dynamics CRM offers a connection between the contact center and social media. Specifically, LiveOps adds social monitoring, intelligent agent routing, an automated queue that prioritizes customer messages, ...